Background to this inspection
Updated
17 November 2021
The inspection
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.
Inspection team
The service was inspected by one inspector.
Service and service type
This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.
The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.
Notice of inspection
This inspection was announced. Due to the pandemic, we gave a short period notice of the inspection to enable us to collate as much information as possible virtually, to minimise the time spent by the inspection team visiting the provider’s office.
Inspection activity started on 11 October 2021 and ended on 1 November 2021. We visited the office location on 1 November 2021.
What we did before the inspection
We reviewed information we had received about the service since it registered with CQC and sought feedback from professionals who work with the service. We used the information the provider sent us in the provider information return. This is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all this information to plan our inspection.
During the inspection
We also spoke with one person and seven relatives of people who use the service about their experiences of the care provided. We spoke with nine members of staff including the registered manager, business manager, team leader and nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider.
We reviewed a range of records. This included three people’s care records and medication records. We looked at two staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures were reviewed.
Updated
17 November 2021
About the service
Care Deluxe Limited - Essex is a is a domiciliary care agency registered to provide personal care to people living in their own homes. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided. At the time of inspection, the service was providing personal care and support to nine people.
People’s experience of using this service and what we found
We received mixed feedback about the consistency of care workers visiting people’s homes. However, people and relatives felt safe with all care workers because they had confidence in their knowledge and skills. Staff had been recruited safely following relevant checks being completed.
Prescribed medicine was administered by trained staff. Spread of infection was prevented by staff who had access to appropriate personal protective equipment (PPE).
Peoples needs and choices were assessed and care was delivered to achieve effective outcomes. We have made a recommendation about improving the systems in place to ensure all care reviews are documented.
All staff completed a comprehensive induction. Their competency and confidence was monitored through spot checks and supervisions. The registered manager valued continuous learning and supported staff to complete additional qualifications in health and social care. Staff felt confident their training provided them with the knowledge they needed to support people safely.
People were supported to live healthier lives and access healthcare services. Peoples nutritional needs were supported, where required.
People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.
Positive relationships had been developed between staff, people and relatives. People and their relatives consistently told us staff were kind, caring and were given the time they needed to be cared for safely, with respect. Some relatives told us they felt cared for too and the registered manager and care workers did more than what was expected of them.
People and relatives were involved in care planning and decisions were respected to ensure the plan was developed in partnership with them. Staff promoted independence by taking time to understand what people needed support with, which enabled people to remain as independent as possible. Information about how to complain or provide feedback about the service was provided within care records in people’s houses.
Although there were systems in place to monitor the safety and quality of the service provided, these systems and processes were still being developed by the registered manager and support team. It needs to be demonstrated going forward that developments made are embedded and sustained.
For more details, please see the full report which is on the CQC website at www.cqc.org.uk
Rating at last inspection
This service was registered with us on 22/11/2019 and this is the first inspection.
Why we inspected
This was a planned inspection because the service had not been inspected or rated.
Follow up
We will continue to monitor information we receive about the service until we return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.